壽險業務單位績效與業務員教育訓練關係之探討

Exploration of Relationships between Life Insurance Agents' Performance and On-job Training Program

許晉雄(Chin-Hsiung Hsu)

《管理科學研究》 7卷1期 (2010/12) Pp. 51-84

https://doi.org/10.6873/MSR.201012_7(1).0004

摘要

政府自2002開放保險市場之後，造成整個壽險產業的蓬勃發展，然而各項挑戰也隨之而來，非但各項行銷管道百家爭鳴，以往獨大的業務人員直接銷售亦不再是市場的萬靈丹。因此，若是各家壽險公司想在一波波的挑戰中屹立不搖，勢必維持有效率的業務單位，是以壽險公司應如何妥善的評估其業務單位的經營績效，則為當務之急。本研究以某家壽險公司為研究對象，利用資料包絡分析法（Data Envelopment Analysis, DEA）進行分析，以觀察各單位之技術效率、參考群體分析及差額變數分析，並進而挑選出績優與績弱之業務單位。另外，由於教育訓練向來為壽險業務單位用來強化自身競爭力、克服單位弱勢的不二法門，所以本研究於分析出績優與績弱之業務單位之後，再針對該二族群之業務人員施以問卷測試並利用因素分析法進行分析，藉以瞭解業務人員個人對教育訓練之滿意度、偏好及需求，與其整體組織績效之間的關係，研究結果發現績優單位傾向市場實戰，而績弱單位則偏向主管輔導的教育訓練。

關鍵字

壽險業務員 ； 績效 ； 資料包絡分析法 ； 因素分析法

並列摘要

The market of insurance was opened up by government after 2002, and had great effects on the vigorous development of the insurance industry. But challenges were come up to increase the marketing channels. That is not a panacea of market for the direct sales of monopolization. Therefore, every insurance company would like stabilize and keep efficiency business unit in the different challenges. Among these channels, the most important thing is the evaluation of performance of business unit. We use data envelopment analysis (DEA) methodology in order to evaluate the technology efficiency of every unit and perform reference group analysis and slack variables analysis to select better units among those business units. Finally, we pick up the strong and weak achievement in those business units of the insurance company. Training is a good way to strengthen competition and overcome the weakness of some units in our experiences. After analyzing the strong and weak achievements of every business unit and then we focus our research on these two specific business sales groups by performing some statistic tests and factors analysis from those questionnaires. In this thesis, we want to explore those relations among organizational performance indices. And we also try to analyze personnel satisfaction, preference and demand of training courses by this questionnaire analysis. The results that the training course of strong achievement unit is based on the actual market combat, and the course of weak achievement unit is based on the director counselant training course.

並列關鍵字

Life Insurance Agent ； Performance ； Data Envelopment Analysis ； Factor Analysis